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Form of work
SalaryDevon and Somerset Fire and Rescue Service is looking for an experienced ICT Technical Team Manager to lead our first-class 2nd Line Support Team, working within our Digital, Data and Technology (DDaT) department. You will join us on a full time, permanent basis working 37 hours per week. In return, you will receive a competitive salary of £45,411 - £48,474 per annum. The role is office based, but there is the availability of flexible and / or some home working, which can be discussed and agreed with the successful applicant.
Devon and Somerset Fire and Rescue Service is the largest non-metropolitan Fire and Rescue Service in England. We provide prevention, protection, and response services across the counties of Devon and Somerset.
Our vision is that together, we will work to end preventable Fire and Rescue emergencies, creating a safer world for you and your family. Keeping people safe is what we do, and we owe our fantastic reputation to our highly skilled and motivated workforce.
Do not take our word for it, here is what the team has to say;
"I started in IT 25 years ago because I loved to learn by solving problems and I loved the collaborative spirit that the IT community embodied at the time. I think DSFRS (Devon and Somerset Fire and Rescue Service) has been the best place to work. There are few jobs in IT where you can see how the job you do improves the lives and safety of a community so clearly. Across the Service, teams are always working to improve, and IT is often fundamental. Relative to our size we operate an array of different systems so there are many more opportunities to learn new skills then in similar sized commercial organisations. Support and training are always available, there are many opportunities to collaborate with other organisations. Colleagues are well motivated and the Service cares for its staff. I would absolutely recommend DSFRS as a place to work" - Data Platform Lead.
About the role:
This is an exciting opportunity to join our Digital, Data and Technology department, as an ICT Technical Team Manager leading our 2nd/3rd Line Support Team. This is a crucial role which will provide technical support and leadership within the ICT Support function.
This position will be responsible for the co-ordination of the 2nd / 3rd line team in ensuring high-quality service delivery and resolving complex technical issues that are escalated by the Service Desk (1st Line) team. This role will actively participate in troubleshooting, escalation management, and mentorship of 2nd/3rd Line Support Team.
The post holder will be personally responsible for several technical services. The full list of technical services managed with the team is as follows Backup, infrastructure, Mobile Data Terminals, Radio Network, Paging, E-mail, Fixed Telephony, Mobile Telephony, Network (WAN/LAN), Network Security, Fireground Radios, Mobilising Systems.
We are looking for an enthusiastic and proactive individual, with a passion for providing first class support to customers and empowering their team. This is a unique opportunity to take up a key role within a challenging and fast paced environment. You will be able to help others develop and opportunities for your own CPD are available.
Find out more:
Key responsibilities of the ICT Senior Technical Services Manager role:
- To ensure that the 2nd line team coordinates and prioritises workload to meet agreed SLA's and KPI's.
- To personally manage some DDaT technical Services, including planning, measuring and reporting on performance and implementing agreed improvements. To maintain a service risk register and formulate a continual service improvement plan (CSIP).
- Liaising with 3rd party suppliers of ICT services ensuring measurement and adherence to agreed service level agreements (SLA's)
- Maintaining technical expertise enabling installation, maintenance, support, configuration and development of the ICT technical services deployed within DSFRS.
- Working with partner organisations at an operational level to identify and exploit opportunities for collaboration on Service Delivery.
Qualifications:
Ideally we are looking for someone who holds a Degree level or equivalent qualification in a relevant discipline with relevant post qualification experience. To effectively carry out the role this is anticipated to be at least 3 years and more likely to be in the region of 5 years.
Qualifications are important, but for the right candidate we will work with you and support you to obtain additional qualifications you may need to fulfil the role, what we want is for you to come ready to learn and develop.
Benefits:
Looking after our staff and making sure they are happy at work is important to us. As well as a career where you know you are making a difference - there are a range of benefits such as a generous annual leave allowance that come with working for us.
- Flexible working arrangements
- Generous Pension Scheme
- Generous Annual Leave
- Family Leave
- Access to Physiotherapy
- Progression routes and training
- Free gym access and fitness coaching
- Eye Care
- Blue Light Membership Discounts
- Affordable health care through Beneden Health
- Sports and Social Groups
- Someone to talk to; free access to counselling, trained staff supporters and mental health first aiders who are there whenever you need someone to talk to.
- Access to the Firefighters Charity
- Cycle to Work Scheme
Quote from the Head of DDaT:
"This is an exciting time for the Digital, Data and Technology Department. We are on a journey of transformation, expanding our reach and embedding our expertise throughout the Service. I am extremely proud to be leading this team of highly skilled professionals and welcome new talent to allow us to grow further" - Head of DDaT
If you have any queries or would like to speak to someone to find out more about the role, please contact Dave Lewis the Service Delivery Manager and Line Manager for this role via email at dlewis@dsfire.gov.uk.
Our values
As a Service and as individuals:
- We are proud to help.
- We are honest.
- We are respectful.
- We are working together.
Devon and Somerset Fire and Rescue Service recognise and celebrate the vast diversity of the local communities we serve, and we aspire for this to be reflected in our workforce. We encourage candidates from diverse backgrounds, experience, and beliefs, who share our values to consider working for us.
How to apply:
If you feel you have the skills and experience to become our ICT Technical Team Manager please click 'apply' today, we would love to hear from you.
Closing Date: 23:59 Monday 1 April 2024
